CX Program Manager/Channel Initiatives Specialist (Six Sigma, Contact Center) - R01565115

As a consultant within the DE team, you will work with our clients to define their digital strategy and execution roadmap, and design and implement differentiated digital solutions to help deliver measurable value.

As Client continues to evolve into a consumer-centric business, the Channel Initiatives Specialist plays a pivotal role in identifying and driving key programs to successfully uncover the root cause behind top customers and support expert pain points. In this role, the Channel Initiatives Specialist will be an important member of our Customer Service Team and will report to the Director of Voice of the Customer and Channel Initiatives. 

You will own our root cause channel initiative program ensuring customer service improvement initiatives are planned, aligned, and executed against business and customer objectives - with a focus on reducing costs from the business. In addition to the management of the larger program, you will also directly lead specific root cause initiatives. You will partner closely with Vendor Managers, Data Analysts, Quality Assurance, Product, Engineering, Fraud, Operations, and Marketing teams.

Your goal is to ensure the successful management, implementation, and adoption of Client’s customer service root cause to ultimately deliver great experiences for customers worldwide while supporting long-term business growth.

About the role:  

 Identify root cause and determine recommendations to product, process and training opportunities

 Leadership of multiple channel initiatives focused on call deflection and chat containment

 Use customer data from call/chat transcripts, survey data and AI tools to identify top pain points in the customer and agent experiences and lead efforts for continuous improvement and guide decision-making

 Collaborate with other departments to ensure alignment and buy-in for product, process, and training improvement recommendations 

 Quantify impact of pain points and recommended changes

 Oversee multi-focused initiatives across the customer service organization

 Interface regularly with global vendor managers and product and marketing teams to coordinate marketing campaigns and bring visibility to our vendors 

About you:   

 3+ years of experience in process and performance improvement using Lean Six Sigma principles

 3+ years’ experience in program/project management

 Knowledge of customer service and call center operations

 Knowledge of data mining using AI tools (Copilot, Genie, etc…)

 Must have experience in planning, organizing, and executing projects related to customer service improvements

 Proficient in Lean Six Sigma principles (DMAIC, Kaizen, etc.) 

 Strong analytical skills with ability to leverage and interpret data to drive decisions and measure the impact

 Effective presentation skills with ability to translate data into actionable insights

 Independent thinker with focus on achieving organizational goals through process optimization

 Strong written and verbal communication skills for both customer and cross-functional audiences

 Experience managing programs with geographically dispersed teams

 Thrive in fast-paced, dynamic environment with changing priorities. Proactive in improvement opportunity identification and driving continuous enhancement of processes and performance

 Enjoy working in a collaborative and supportive work environment

As Brillio continues to gain momentum as a trusted partner for our clients in their digital transformation journey, we strive to set new benchmarks for speed and value creation. The DI team at Brillio is at the forefront of leading this charge by reimagining and executing how we structure, sell and deliver our services to better serve our clients.

Know more about

PPE: https://www.brillio.com/platform-and-product-engineering/

DAE: https://www.brillio.com/services-data-analytics/

CES: https://www.brillio.com/services-customer-experience-services/

DI: https://www.brillio.com/services-digital-infrastructure/

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Know what it’s like to work and grow at Brillio: https://www.brillio.com/join-us/

Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.

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